Never Buy from Sleep Country as they sell the bad products and provide worst customer service.
I recently had an experience of buying a mattress from sleep country. Since it was my first ever mattress purchase I choose sleep country based on the image they portray of themselves. Since their adds on radio and tv says “they have sleep experts” according to them their sales people know what they are selling and know in and out about their product which is a complete lie.
Me and my wife both have a back problem considering we are young but we got this problem because of the car accident. When I went to Morning Side store at 785 Milner Ave I told this to the sales person name “GOKUL” he sold us a Simmons Beauty Rest Valhalla Mattress priced around $1500. He said he will give us a $100 discount because their store did not have this mattress but he will get this one piece sitting in warehouse and this is the last piece. I repeatedly asked him if it’s a new Mattress not used or delivered to someone and then returned he said yes and confirmed. This was a complete LIE.
When the mattress was delivered it never came in a SEALED plastic bag, plus to my surprise there were no tags (warranty tag) on the mattress. Anyhow to my mistake I accepted the mattress looking closely at the condition the mattress does not look Brand New plus it has Lint all over. I used the mattress for 2 weeks but since it was not giving us a comfortable sleep as it was too soft. I called sleep country told them that I wanted to exchange this mattress, went into the same store choose another mattress another sales person helped me with that. Gokul the sales rep when saw this that I am exchanging was not very happy I told him about the Lint and no tags attached. His answer was OHH may be its an OLD model I asked him what do you mean by OLD model he then said like you bought a 2009 car in 2010. I asked him why would you sell me an old model he said but it was still new.
Anyhow when they came to deliver a my exchanged mattress, the delivery guy told me he can’t exchange it as it has lint and has dirt spots which needs to be cleaned I told him this is the original condition mattress came in and how the it never came in seal with no tags, he then left me with CHEM DRY CANADA number told me call them get the mattress cleaned and then call customer service. When I spoke to customer service they were not very helpful keep on repeating it needs to be cleaned even though I repeatedly mentioned this is how their mattress came. I even escalated a call to customer service Team Lead name “Michael McNeil” he understood what happen and told that he will call me back after getting the authorization from his manager. I waited another 2 weeks only to hear how he is sorry but his manager said NO and they will not accept the mattress like this. I then asked to speak to his manager “PENNY ext 2271” she was one of the rudest customer service agent I ever spoke with. She did understood that mattress came like this but blamed on me saying that I have taken so long to call them back. I told her it’s because it took me this long to speak with you. I also mentioned that I am still with 60 days of comfort exchange so does it really matter. She then told me she will not take it back unless I get it cleaned when asked from where she even gave me a CHEM DRY CANADA number.
Since we had already gone through a month of bad sleep I called CHEM DRY the guy who came saw my mattress said oh it does not look like a new mattress and he said he deals with tons of sleep country customers and what they do is they sell the mattress which are delivered to people and which he clean he even said your mattress will be sold again and that’s why they want it to be cleaned. Keep in mind this is the guy who is referred by Sleep Country Manager itself. Anyhow finally when this was done and the delivery people came again to deliver my exchanged mattress to my surprise it was SEALED and has a WARRANTY TAG hanging with it. But this is not the end they said they have to charge me $56.00 when asked why they told me it’s a comfort exchange fee, I showed the a receipt from sleep country stating that I have already paid this, they then called customer service and I spoke with DIANA in customer service who said YES she can see I have already paid this fee but her Manager Penny has left a note saying I need to pay this again. I paid the fee and when I called penny and spoke with her during the week she told me oh it was a delivery fee. I even told her that I took a picture of the paper which the delivery guy brought with him and it clearly states it’s comfort exchange fee. When I said that I can fax her the picture which I took from delivery guys paper she said no computer can make mistake but I have to pay delivery fee at that time she hung up the call on my saying I am too loud.
This whole ordeal cost me my time my sleep for month and half the mattress price cleaning price ($113) delivery fee.
I would never buy from sleep country again, I had a complete different Image of the company but now since dealing with them I know what real sleep country is. And now I see why so many people complain about them. I even wrote a letter to CHRISTINE MAGEE about this whole experience but no response yet and its almost more than a month.
Their adds a full of shit, I even have a firm belief that they are selling the mattresses which were used in OLYMPICS.